Partner Technical account manager (PTAM)
Twilio Inc.
Bogotá, Colombia
hace 3 días

Responsibilities

In this role, you’ll :

Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.

Work with our partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply.

While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply.

If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required :

5+ years of relevant experience

Solid knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.

Broad capabilities to troubleshoot server-side code (Java, , PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux

Solid competency in sharing technical knowledge and best practices with less experienced support engineers externally

Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.

Keen eye for identifying product and support process betterment opportunities through data and partner influence.

Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.

Desired :

Fluent in Portuguese is a bonus, but not required

Experience supporting partners is a bonus

Location

This role will be remote and based remotely in Colombia

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

Offerings vary by location.

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